COMPANY OVERVIEW
Black Gold Accessories is a premier manufacturer of high-performance archery accessories, trusted by hunters and competitive archers who demand precision, durability, and reliability. Proudly headquartered in Belgrade, Montana, we design, machine, assemble, test, package, and ship our products in-house, delivering premium, American-made quality that performs in the toughest conditions.
As part of the Pure Archery Group family of brands, Black Gold Accessories brings together some of the most respected names in archery, including Black Gold sights, TightSpot quivers, and RipCord arrow rests. Our products are engineered with one goal in mind: helping archers shoot with confidence through innovative design, superior craftsmanship, and uncompromising performance.
At Black Gold Accessories, we're passionate about the outdoors, committed to continuous improvement, and driven by a culture of quality and teamwork. Whether it's developing the next generation of archery accessories or providing exceptional service to our customers, we take pride in building products that archers trust when every shot matters.
Are you a Black Gold product user or an avid hunter? We'd love to hear your story. Share how Black Gold products have helped shape your experiences in the field or on the range.
POSITION OVERVIEW
Under the direction of the Director of Quality Assurance & Customer Experience, the Customer Service & Warranty Repair Specialist serves as the primary point of contact for dealer and customer support while also performing technical warranty evaluations and repairs on Black Gold products. This hybrid position combines exceptional customer service with hands-on product diagnostics, repair, warranty processing, and technical support.
The Customer Service & Warranty Repair Specialist is responsible for managing customer communications, processing warranty claims, diagnosing product concerns, repairing returned equipment, maintaining accurate warranty documentation, and ensuring repaired products meet Black Gold’s safety and factory performance standards before being returned to customers.
This position works closely with Sales, Engineering, Manufacturing, Shipping, Finance, and Product Development to provide industry-leading service while helping identify product quality trends and continuous improvement opportunities.
The ideal candidate possesses strong customer service skills, excellent mechanical aptitude, outstanding organizational abilities, and a passion for helping customers while supporting Black Gold's commitment to quality and performance.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Customer Service & Dealer Support
- Serve as the primary contact for dealer and customer phone calls, emails, and technical inquiries regarding Black Gold products, accessories, warranties, repairs, and replacement parts.
- Deliver professional, timely, and knowledgeable customer service while representing Black Gold in a positive manner.
- Gather detailed information regarding product concerns to accurately diagnose issues and determine appropriate resolutions.
- Document all customer interactions, warranty claims, repair notes, and communications within the customer service database.
- Process warranty requests, repair authorizations, service documentation, and customer follow-up communications.
- Communicate repair estimates for non-warranty repairs and coordinate approvals with dealers and customers.
- Escalate unusual customer situations, recurring product issues, or complex technical concerns to management.
- Maintain current knowledge of Black Gold products, accessories, warranty policies, repair procedures, and technical specifications.
- Remain calm and professional while effectively managing multiple priorities and challenging customer situations.
Warranty Evaluation & Product Repair
- Receive, inspect, diagnose, and repair returned bow sights, accessories, and related products submitted for warranty evaluation or repair.
- Determine root cause of product failures and distinguish between warrantable defects and customer-caused damage.
- Verify all repaired products meet Black Gold safety, performance, and quality standards prior to shipment.
- Prepare repair estimates for non-warranty repairs and communicate findings with Customer Service personnel.
- Maintain accurate warranty records, repair documentation, and inspection notes throughout the repair process.
- Receive returned products into the warranty database and ERP system.
- Process repaired products through warranty tracking systems and prepare completed repairs for shipment.
- Notify management of recurring product failures, quality concerns, or design issues requiring further investigation.
- Maintain inventory of warranty replacement parts and accurately process inventory transactions within Dynamics D365 ERP.
- Coordinate with Shipping, Warehouse, and Customer Service to ensure efficient processing of repairs and returned products.
Operational Support & Workplace Organization
- Maintain a clean, organized, and safe repair and customer service work environment.
- Follow all departmental safety procedures, company policies, and operating guidelines.
- Support workplace organization and continuous improvement initiatives.
- Assist Sales, Manufacturing, Engineering, and Product Development teams with technical product support when needed.
PREFERRED QUALIFICATIONS
- Previous experience servicing or repairing archery equipment.
- Experience utilizing Dynamics D365 ERP or similar ERP software.
- Experience working in a manufacturing or technical service environment.
- Knowledge of warranty administration and customer service best practices.
- Passion for archery, bowhunting, and the outdoor industry.
MINIMUM QUALIFICATIONS AND EXPERIENCE
- High school diploma or GED required.
- Minimum of two years of customer service or related support experience.
- Working knowledge of archery equipment mechanics, components, and tuning
- Strong mechanical aptitude with the ability to diagnose and repair technical products.
- Experience using hand tools, measuring devices, and precision assembly techniques.
- Strong computer skills and a working knowledge of ERP, CRM, or warranty management systems.
- Strong organizational skills with exceptional attention to detail.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently while collaborating effectively across departments.
WHY JOIN BLACK GOLD?
At Black Gold, we are passionate about innovation, quality, and delivering exceptional customer experiences. This position offers a unique opportunity to combine customer service, technical expertise, and hands-on product repair while supporting products trusted by archers around the world.
EQUAL EMPLOYMENT OPPORTUNITY
Black Gold is an equal opportunity employer and is committed to creating an inclusive workplace where everyone feels welcome and valued. We welcome applicants from all backgrounds and experiences and make employment decisions based on qualifications, merit, and business needs.
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Work Location: In person
